Learning Objectives
- Understand the functionality, goals and value of warranty analysis
- Understand the technology components and business processes that support warranty analytics
- Learn how warranty analytics can increase your return from warranty data
Program Content
Does your warranty management program help you thrive?
- Proactively identify product quality issues
- Forecast future product failure rates
- Detect emerging risk issues
- Identify statistically significant differences in performance
- Identify patterns or commonalities in text data obtained from support calls, warranty claims, customer surveys, etc.
- Target suspect claims or service centers for investigation or audit
Many companies that think they have a complete warranty management program are falling far short of obtaining full business value from their warranty data. A comprehensive warranty program incorporates proactive analytics to derive a wealth of information beyond basic performance measurements and reporting.
In this webcast, our panelists explore how companies can maximize the business value of their warranty data by using a wide variety of analytic techniques to support strategic and operational decisions. From forecasting to modeling to pattern recognition, warranty analytics can help companies proactively track and manage warranty information to reduce costs, increase profits, minimize risk exposure, identify potential fraud, improve product design, identify new market opportunities and improve customer satisfaction.
Participant Level of Understanding
This program is intended for participants with a basic or intermediate level of understanding of the topic.
Who Should Attend
Executives and managers who want to understand how they can use warranty analytics to improve performance throughout the entire organization.
About Eric Arnum, John C. Kerr, David Froning
Eric Arnum
Eric Arnum is the editor of Warranty Week, an online publication for the warranty professional. Launched in 2002, Warranty Week focuses on the manufacturing industry's aftermarket, with analyses of warranty costs, regulatory reporting, market value, and warranty product and management trends. Warranty Week also hosts the Warranty Chain Management Conference, an annual event that gives warranty professionals the opportunity to meet and discuss warranty-related issues and develop warranty management as a recognized discipline.
Before launching Warranty Week, Mr. Arnum edited several newsletters in the telecom industry, and performed research and consulting projects for a wide range of clients in North America, South America and Europe.
John C. Kerr
John C. Kerr is the General Manager of Global Quality Systems for Whirlpool Corporation. He is responsible for development and implementation of a common global product quality system based on the ISO9001 and TS16949 quality standards. Mr. Kerr also leads Whirlpool's Global Six Sigma program, where over 2,000 engineers and suppliers have been trained in the use of analytical and statistical tools to improve quality, reduce variation, and eliminate waste in every area of the company. Whirlpool products are sold under the Whirlpool, KitchenAid, Maytag, Jenn-Air, and Roper brand names, which are consistently rated as the most reliable by a leading consumer magazine.
Prior to his current assignment, Mr. Kerr was General Manager of Quality and Six Sigma for Whirlpool's North American region. He was responsible for all aspects of product quality, quality reporting and analytics, and for Whirlpool's Six Sigma continuous improvement initiatives.
Mr. Kerr served as the Director of Supply Chain Operations & Strategy for three years until 2004. He was responsible for the execution of Whirlpool's three-year supply chain strategic plan and the management of Whirlpool's fulfillment organization supporting one of its largest retail customers. Whirlpool's success in Supply Chain was recognized and published in the Harvard Business Review (Oct. 2004).
Mr. Kerr has held various other positions of increasing responsibility at the Whirlpool Corporation. Prior to his Supply Chain responsibilities, he was the Director of Operational Excellence (Six Sigma). He has held various Finance leadership positions in Manufacturing, Product Development, Global Operations, and Merger's and Acquisitions. He holds an MBA and BA in Finance from the University of Toledo.
Whirlpool Corporation is a worldwide manufacturer and marketer of major home appliances with sales of more than $19 billion. The company manufactures in 13 countries under 16 major brand names, and markets products to distributors and retailers in more than 170 countries.
David Froning
David Froning is the Product Manager for Warranty Solutions at SAS. Mr. Froning works in partnership with manufacturers, suppliers, and industry organizations to develop solutions for manufacturing industry issues such as early warning, accelerated problem solving, and accrual forecasting. Through participation in industry groups and independent research, Mr. Froning works with manufacturing companies to develop best practices for technology applications.
Before coming to SAS, Mr. Froning worked for General Motors. He managed the development, operation, and continual improvement of quality and warranty information systems utilized across GM’s North American operations and supplier community. His experience also includes work with leading automotive market research firms. He holds a BS degree from Michigan State University and an MS from the University of Wisconsin at Madison.
